1-2-1 Live In Care Ltd

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the provider met people’s needs.

At our last assessment we rated this key question good. At this assessment the rating has remained good.This meant people’s needs were met through good organisation and delivery.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

People using the service were matched to staff which enabled them to provide care and support to individuals which was person centred and matched their individual needs.

People felt involved in planning and reviewing their needs to make sure the care plan was fully reflective of their wishes. One person said, “The manager came and visited us and drew up a plan that we were happy with. We feel it was carefully thought out with our input and met all our needs."

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

Staff stayed with people for extended periods of time to ensure consistency and enable staff and the person to build a trusting relationship.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

The provider told us in their provider information response (PIR) how they ensured good communication with people. They said in one situation this had included introducing picture cards to help a person who was not able to communicate verbally. All care plans contained information about people’s individual communication needs and preferences.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care and support. Staff involved people in decisions about their care and told them what had changed as a result.

People felt comfortable to make a complaint. One person said they had made a complaint to the registered manager, and the issue had been sorted out quickly and to their satisfaction.

One person told us, “Excellent communication and fast response to any queries.” Another person said, “A couple of minor issues have been effectively dealt with.” One person said, although the registered manager was excellent at addressing any issues raised, they would like them to follow up to make sure any changes made were satisfactory.

The provider made sure that people could access the care and support they needed when they needed it.

Staff knew people well and were able to recognise when needs had changed. We heard how staff liaised with other professionals and family members to make sure people had the support and equipment they needed.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care and support in response to this.

People felt listened to and respected. One professional commented that they felt the support provided by staff had resulted in positive outcomes for people. This included improvements in mental and physical health.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life.

People’s care was regularly reviewed with them which enabled them to express their wishes about any future care and support.

The service had cared for people until the end of their lives and had received compliments for the care given. One relative had written, “Enabled such a gentle departure, carers were exemplary I will never forget their grace and fortitude."